COVID-19 (Coronavirus) – A Message to Our Customers - 30 March 15:00
We know that this is a difficult time. We also know that the water and wastewater services we provide play a key role in protecting public health and safeguarding the customers and communities we serve.
We are doing all we can to protect our colleagues while also maintaining our services to customers. You will still see us working in streets and communities during this time but we are only doing essential work that will help protect public health by maintaining water and wastewater services to customers.
Our Billing Call Centre is open from 9am - 5pm (Monday to Friday) to support our most vulnerable customers who have been impacted by the Coronavirus.
If you’re impacted by COVID-19 (Coronavirus) and concerned about your water bill, please click here for more information.
If you need to contact us about other things like updating your account, to let us know you are moving or to set up a direct debit, you can do this by visiting our online services.
We will keep you informed of any other changes through updates on this site and via our social media channels - Facebook & Twitter.
We apologise for this but will do everything we can to continue providing our essential services. Thank you for bearing with us.
Our Assurance Framework
We have made it our vision to earn the trust of our customers every day
We welcomed the publication of Ofwat’s ‘Company Monitoring Framework’ in June 2015 as it challenges all companies:
- to publish information that is consistently accurate and reliable;
- continue to review what information our customers and stakeholders want and need; and
- be transparent about the data assurance that they put in place.
The Company Monitoring Framework describes three categories of assurance. Companies are assigned by Ofwat annually to a category following a series of assessments covering a wide range of information. The three categories are:
- self-assurance, a company uses its own discretion to provide assurance beyond the common assurance requirements;
- targeted assurance, a company loses discretion on some areas of assurance beyond the common assurance requirements; and
- prescribed assurance, a company loses discretion on many areas of assurance beyond the common assurance requirements.
In January 2019 we were promoted to the self-assurance category, and Ofwat confirmed:
Our ongoing objective is to make available information that is easy to understand and navigate and which enables customers to understand how we are performing. We recognise that this helps to give confidence and trust to customers and stakeholders in the information we publish.
We have a tried and tested audit and assurance framework in place that ensures standards of quality are being met. This is summarised below but we also provide links to all the various documents that we have published since the introduction of Ofwat’s Company Monitoring Framework.
View or download our Annual Performance Reports
View or download the latest Assurance Framework Documents